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Client Support Specialist and Administrative Coordinator

2 months ago

Rochester, Minnesota, United States Paul Davis Restoration Full time

Core Responsibilities:

The Client Support Specialist will serve as a key point of contact for clients, assisting in the identification of project needs and specifications. This role involves the administration and organization of mitigation, content management, and reconstruction projects. The Specialist will support the team, ensure compliance with key performance indicators (KPIs), and assist with scheduling and dispatching tasks. General administrative support will also be required.

Essential Qualifications:

  • High School Diploma or equivalent
  • Bachelor's degree is preferred
  • Strong administrative and organizational skills
  • Experience in customer service
  • Minimum of three years in an administrative role
  • Proficiency in Microsoft Office Suite 365
  • Aptitude for learning and utilizing primary operating systems such as RMS, Xactimate, TSheets, PDConnect, SharePoint, and OneDrive
  • Capability to provide IT support within both local and remote office environments
  • Ability to work autonomously
  • Key Competencies:
  • Highly organized
  • Effective task prioritization
  • Strong communication skills

Performance Metrics:

  • Quality of jobs completed within budget
  • TRUTH Score

General Duties Include:

  • Answering incoming calls on office and mobile lines
  • Conducting intake for new projects related to mitigation, content management, and reconstruction
  • Initiating and maintaining communication with clients throughout the project lifecycle
  • Facilitating daily team meetings to identify priorities and next steps
  • Making initial contact regarding project assignments
  • Ensuring client needs are met from project initiation to completion
  • Documenting job notes in operating systems
  • Completing compliance tasks in the primary operating system, RMS
  • Creating new project files and managing documentation
  • Generating and sending invoices for projects
  • Maintaining job files, project documentation, and closing processes
  • Assisting with collection calls for accounts receivable
  • Confirming payment schedules and collection of deductibles
  • Educating clients on company processes
  • Running reports in the primary operating system, RMS
  • Monitoring project schedules to ensure timely completion
  • Tracking new project assignments and compliance timelines
  • Supporting Project Managers, Estimators, Field Supervisors, and Team Leads with project updates
  • Providing onsite documentation support using tools like DocuSign
  • Maintaining a goal of no accounts receivable exceeding 90 days
  • Adhering to service level agreements
  • Achieving a minimum monthly average Net Promoter Score of 60.0
  • Closing communication loops within 24 hours
  • Assisting with order deliveries and follow-up on required documentation
  • Facilitating accounting adjustments as needed
  • Coordinating subcontractor confirmations and documentation
  • Ongoing support in subcontractor recruitment
  • General office administration as directed by management

Compensation: $35,000-$45,000

Since its inception, Paul Davis has established itself as a leader in property damage mitigation, reconstruction, and remodeling services. With a vast network of offices, the company caters to residential, institutional, and commercial clients across North America. Our commitment to excellence and customer satisfaction is at the core of our operations.

Vision:
To provide extraordinary care while serving individuals in their time of need.

Values:
Deliver on promises, respect individuals, take pride in work, and pursue continuous improvement.

Mission:
To create opportunities for exceptional individuals to achieve best-in-class results.